CONFIDENTIALITY OF GUEST INFORMATION
酒店总机如何处置“请勿打扰”(行业规范)
Policy政策:
It is the policy of the hotel to provide efficient Telecommunication service for the guest.
这是酒店关于为客人提供高效的通讯服务的政策。
Procedure: 程序
1.When receiving the instructions from the guest to place his call as “Do Not Disturb”, the Telephone Operator has to clarify with guest to take down the following instructions:
接到客人的“请勿打扰”的指示时，接线员将向客人落实如下信息：
a)Guest Name and Room Number
客人名字和房号
bAny Specific Instruction
任何其他指示
2.The Operator repeats the information to check accuracy with the guest
Purpose目的:
To provide guests with the option not to be disturbed by any phone call while he is in the guestroom.
为客人提供当其房间不被任何电话打扰的服务。
To provide confidentiality and privacy for the guest.
接线员应该留心关照有关客人的电话。
6.The Telephone operator has to delete the “Do Not Disturb” program for the guest once the duration of the requested instruction is expired, the phone system will resume normal operation.
温泉酒店前台收银工作流程
温泉酒店前台收银工作流程英文回答：Front Desk Cashier Procedures for a Spa Hotel.1. Greet Guests: Greet guests with a warm and friendly smile, and acknowledge their presence promptly.2. Check Availability and Rates: Inquire about theguest's needs, check for available rooms, and provide information on rates and amenities.3. Confirm Reservation: Verify the guest's reservation details, including dates, room type, and number of guests.4. Process Payment: Collect payment for the reservation, including room charges, taxes, and any additional fees.5. Issue Room Keys: Issue room keys to the guest and explain the hotel's policies and amenities.6. Provide Guest Information: Offer the guest information about the hotel's facilities, dining options, and local attractions.7. Answer Guest Inquiries: Answer guest questions and provide assistance with any requests or concerns.8. Maintain Accurate Records: Keep accurate and up-to-date records of all transactions, including payments and room keys issued.9. Resolve Guest Issues: Address any guest concerns promptly and professionally, ensuring a positive guest experience.10. Offer Additional Services: Suggest additional services such as spa treatments, dining reservations, or transportation arrangements.11. Maintain a Clean and Organized Workspace: Keep the front desk area clean, organized, and well-stocked withnecessary supplies.12. Follow Security Procedures: Adhere to established hotel security procedures, including verifying guest identities and handling sensitive information responsibly.13. Maintain Confidentiality: Respect guest privacy and maintain confidentiality of all guest information.14. Provide Excellent Customer Service: Strive to provide exceptional customer service at all times, ensuring a memorable and satisfying stay for guests.中文回答：温泉酒店前台收银工作流程。
餐饮业专业英语范文
餐饮业专业英语Manager餐厅经理Job Description工作描述PLACE OF WORK: RESTAURANT工作地点餐厅JOB OVERVIEW: Responsible for the management of all aspects of the restaurant functions,工作概述： in accordance with restaurant standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.有责任按照餐厅标准向管理层报告餐厅所有事宜，指导实施并保持管理层的经营理念。
REPORTS TO: Management报告对象：管理层KEY RELATIONSHIPS: Internal: Restaurant Staff, Bar Staff, Stewarding/Kitchen Staff主要工作关系： /Catering/Storeroom.内部：餐厅、酒吧、保洁、厨房、外卖库房等各部门员工。
External: Restaurant guests, other staff of the building and suppliers.外部：餐厅客人，大厦其他工作人员及供应商。
STANDARDSPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills工作标准说明： and/or abilities to perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.对此职位所有要求仅代表基础的知识，技巧，和/或能力，要成功完成此项工作，需要发挥自己的能力或才干，才能熟练胜任每个工作。
GRO&GSM
1 2 3 4 1 2 1 2 3 4 5 1 2 1 2 1 2 3 4 1 2 1 2 1 2 1
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STAFF TRAINING PLAN
Section:Guest Relation Offier & Guest Service Manager 单位：宾客关系主任 & 宾客服务经理 Period 日期 2 1 2 3 4 1 2 3 1 2 3 1 2 Subjects 项目 First Aid Testing HR Training Orientation English Training Personal Grooming & Make Up Welcome to Accor Middle Management Training To Be A Good Trainer The Leadership Training RehearTraining Rules and Regulations of Cashiering Cheque Operations Requirement of Cashiering Process Security Training Fire Fighting Training Fire Evacuation Training
FRONT OFFICE TRAINING PLAN 前厅部培训计划
May 五月 June 六月 Due Day 完成日期 7-9 10 11 12 14 15 16 17 18 19 21 22 23 24 25 26 28 29 30 31 1 2 4 5 6 7 8 9 11 12 13 14 15 16 17 18
STAFF TRAINING PLAN
Section:Guest Relation Offier & Guest Service Manager 单位：宾客关系主任 & 宾客服务经理 Period 日期 Subjects 项目 General & Basic Training Hotel Introduction (Basic Information & Concept) Operational Hours/Location of Hotel Outlets Hotel Room Configuration & Features Pricing & Charging Information Front Office Concept Courtesy English Glossary and Short Forms Job Description Reporting on Duty and Personal Grooming Logbook Customer Service Telephone Etiquette Telephone Answering Skills Hotel Daily Events Confidentiality of Guest Information Confidentiality of Hotel Information Guest Likes and Dislikes Handling Guest Complaints Internal Paging Start of Shift End of Shift Lost & Found Procedure Guest Medication Requirement Baby Sitting Requirement Handling Request of Internet Access Hotel Emergency Procedures GSM & GRO P&P Training Shift Briefing Start of Shift End of Shift Preparing GSM Logbook Communication Logbook and Forms Walkie-talkie/Paging Unit Master Key Reissuing General Store Room Items Claiming
客房部规章制度英文
客房部规章制度英文Introduction:The Guest Room Department plays a crucial role in ensuring that guests have a comfortable and enjoyable stay at our hotel. To maintain high standards of service and efficiency, it is essential to establish clear rules and regulations for all staff members to follow. The following guidelines aim to create a positive work environment, enhance guest satisfaction, and uphold the reputation of our hotel.1. General Guidelines1.1 Dress CodeAll staff members are required to wear the hotel uniform while on duty. The uniform must be neat, clean, and in good condition. Personal grooming should be immaculate, with hair kept neatly groomed and fingernails kept short and clean. No excessive jewelry or accessories are permitted.1.2 PunctualityAll staff members are expected to arrive at least 15 minutes before their shift starts. Lateness is unacceptable and may result in disciplinary action.1.3 AttendanceStaff members are required to notify their supervisor in advance if they are unable to report for duty due to illness or other emergencies. A medical certificate may be required for extended absences.1.4 ConductAll staff members must conduct themselves in a professional and respectful manner at all times. Harassment, verbal abuse, or any form of discrimination will not be tolerated.1.5 ConfidentialityStaff members are expected to maintain strict confidentiality regarding guest information and internal hotel operations. Sharing sensitive information with unauthorized individuals is strictly prohibited.2. Guest Room Cleaning2.1 Room AssignmentEach housekeeping staff member is assigned a specific section of guest rooms to clean. The room assignment sheet must be checked at the beginning of each shift, and any discrepancies should be reported to the supervisor immediately.2.2 Cleaning ProceduresAll guest rooms must be cleaned according to the hotel's standards. Detailed cleaning procedures should be followed, and all staff members are responsible for ensuring that rooms are spotless and well-maintained.2.3 InventoryHousekeeping staff members should check the inventory of each room, including toiletries, linens, and amenities, and report any discrepancies to the supervisor. Restocking should be done promptly to ensure guest satisfaction.2.4 Lost and FoundAny items found in guest rooms should be reported to the supervisor and logged in the lost and found register. The guest must be contacted to arrange for the return of the lost item.3. Guest Requests3.1 TimelinessAll guest requests should be attended to promptly and efficiently. Staff members are expected to prioritize guest needs and provide timely service.3.2 CommunicationClear communication is essential when handling guest requests. Staff members should confirm the request with the guest, clarify any details, and provide an estimated time for completion.3.3 Follow-upAfter fulfilling a guest request, staff members should follow up to ensure that the guest is satisfied with the service. Any additional requests should be addressed promptly.4. Room Maintenance4.1 Preventive MaintenanceHousekeeping staff members should report any maintenance issues in guest rooms, such as faulty appliances, leaky faucets, or damaged furniture, to the maintenance department. Preventive maintenance should be conducted regularly to prevent costly repairs.4.2 SafetyStaff members should be vigilant regarding safety hazards in guest rooms, such as loose carpets, exposed wires, or slippery surfaces. Any safety concerns should be reported immediately.4.3 Ecological SustainabilityIn line with the hotel's commitment to environmental sustainability, housekeeping staff members should conserve water, electricity, and other resources whenever possible. Recycling bins should be used for disposing of recyclable materials.5. Guest Relations5.1 CommunicationEffective communication with guests is essential for providing excellent customer service. Staff members should listen attentively to guest feedback, address any concerns promptly, and maintain a positive attitude.5.2 Problem ResolutionIn the event of a guest complaint or issue, staff members should remain calm and composed, apologize for any inconvenience, and offer a solution to resolve the problem. Supervisors should be informed of any unresolved issues.5.3 PersonalizationStaff members are encouraged to personalize the guest experience by remembering guest preferences, special occasions, and other details that can enhance the guest's stay.6. Training and Development6.1 Training ProgramsThe hotel will provide regular training programs for all staff members to enhance their skills, knowledge, and performance. Attendance at training sessions is mandatory.6.2 Professional DevelopmentStaff members are encouraged to pursue professional development opportunities, such as certifications, workshops, or higher education, to enhance their career prospects.6.3 FeedbackStaff members are encouraged to provide feedback on training programs, suggest improvements, and share their experiences with colleagues. Feedback will be used to improve the quality of training programs.Conclusion:By adhering to the rules and regulations outlined above, staff members in the Guest Room Department can contribute to the overall success of the hotel, enhance guest satisfaction, and maintain a positive work environment. It is essential for all staff members to familiarizethemselves with these guidelines and uphold the highest standards of professionalism and service excellence.。
新员工入职培训手册-英文版
FRONT DESKDear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。
你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。
我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。
I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。
Yours truly,此致TABLE OF CONTENTS Part 1➢Welcome Letter From Director of Rooms Page 02 ➢Departmental Organization Chart Page 04 Part 2➢ Job description Page05 Part 3➢ Standard Operating Procedures●Register F I T Page 09●Check Out Guest Page 12●Group Check In Page 15●Group Check Out Page 17●PCR Enrollment Page 18●Make a Reservation Page 20●Group Information Check Page 23●Free Room Upgrade Page 25●House Use and Complimentary Room Page 26●Room Change Page 27●Extra Bed Page 29●Late Check Out Page 30●Extension Page 32●Cancellation Page 34●Incognito Call, Screen Call and Do Not Disturb Page 36●Sleep Out Page 38●Authorization Of Entry To Guest Room Page 39●Advance Deposit Page 41●Handling Of Foreign Currency and CompanyCheck as Deposit. Page 45●Account Information For Credit Card Page 46●Account Information For Direct Billing Page 47●Account Information Travel Voucher Page 48●Cash Paid Out, Cash Advance and Rebate Page 50●Cash Float Hand Over and Control Page 53●Drop Safe Page 54●Contingency Report Page 55●Computer System Down Procedure Page 56 Part 4➢ Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTFOM 前厅部经理1Asst.FOM 前厅部副经理1Asst. Manager CPC Manager Reception Manager大堂副理行政楼层经理接待经理Mr. Oliver Zhao Mr. Lee Kwan TaeMs. Annie CaiMr. Steven Wang 11Ms. Betty Zhao Mr. Johnson Zhu4FD Senior SupervisorSenior Supervisor Senior Supervisor 高级接待主管礼宾部高级主管车队高级主管111GRO Supervisor BC Supervisor GSC Supervisor Concierge Supervisor客户关系主管商务中心主管客户服务中心主管礼宾部主管1111Senior GRO FD Asst. Supervisor BC Asst. Supervisor GSC Asst. Supervisor Asst. Supervisor 高级客户关系主任接待副主管商务中心副主管客户服务中心副主管礼宾部副主管22132GRO FD Agent BC Clerk GSC Clerk Bellman & Door girl Driver 客户关系主任接待员商务中心文员客户服务中心文员行李生&门童司机101221015101Guest Service Center Manager客户服务中心经理Ms. Sandra Huang1Mr. David YangChief Concierge礼宾司JOB DESCRIPTIONJOB TITLE: Front Desk AgentAREA/DEPARTMENT: Rooms Division / Front OfficeREPORTS TO: Front Desk Supervisor / Reception Manager POSITIONS SUPERVISED: NilJOB SCOPE: Under the general direction of the ReceptionManager or his / her delegate and within thelimits of established InterContinental HotelsGroup brand and local policies andprocedures, responsible for all activitiesrelevant to the Front Desk such as thereception, check in / out, rooming of all Hotelguests, foreign exchange, responsible foraccounting and collection of all revenuesand monies, assists them with inquiries.Promotes the desired work culture aroundthe five core values of Trust, Integrity,Respect, One Team and Service of theInterContinental Hotels Group and the brandethos.TESTIMONIAL: I have read and received a copy of the description and fully understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.Signature: ……………………………………………………………………………………………Date: ………………….SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，根据以下程序登记入住。
酒店管理前台主要工作任务操作流程描述
酒店管理前台主要工作任务操作流程描述1.客人到达前台后，我们首先要微笑问候并主动表示欢迎。
When guests arrive at the front desk, we should first smile, greet them, and proactively welcome them.2.客人提出办理入住手续的要求，我们要准备好入住表格并向客人询问是否有预订。
When guests request to check in, we should prepare the check-in form and ask if they have a reservation.3.如果客人有预订，我们需要核对预订信息，包括入住日期、房型、房间数量等。
If the guest has a reservation, we need to verify the reservation information, including check-in date, room type, and number of rooms.4.对于没有预订的客人，我们需要提供当前的房间情况并询问客人的需求。
For guests without a reservation, we need to provide information on the current room availability and inquire about the guests' needs.5.在确认客人的预订或需求后，我们需要为客人分配房间，并提供房间钥匙。
After confirming the guest's reservation or needs, we need to assign a room to the guest and provide room keys.6.在办理入住手续时，我们需要向客人说明酒店的服务设施和房间设施。
公司接待流程及标准英语
公司接待流程及标准英语英文回答：Company Reception Process and Standards.Pre-Arrival:Acknowledge receipt of guest arrival notification by email or phone call.Confirm guest details, including name, arrival date and time, and purpose of visit.Inform reception team of expected guest arrival.Prepare necessary materials, such as welcome packet, meeting agenda, and visitor badges.Upon Arrival:Greet guests warmly and professionally at the reception desk.Introduce yourself and confirm the guest's identity.Request and verify official identification, such as a driver's license or passport.Complete visitor registration process, including collecting contact information and issuing visitor badges.Provide guests with any necessary information, such as building directory, WiFi access, and meeting location.Escort guests to their destination or designated waiting area.During the Visit:Monitor visitor activity and ensure compliance with company policies.Address any guest inquiries or requests promptly and efficiently.Assist with room setup and equipment needs for meetings or events.Provide refreshments or snacks as required.Maintain a clean and orderly reception area.Departure:Thank guests for their visit and bid them farewell.Collect visitor badges and escort guests to the exit.Inform the reception team of the guest's departure.Standards:Professionalism: Receptionists should exhibit a high level of professionalism and courtesy at all times.Timeliness: Guests should be greeted promptly and their needs addressed efficiently.Accuracy: Visitor information and registration should be handled accurately and securely.Confidentiality: Guests' personal information should be treated with discretion and confidentiality.Communication: Receptionists should be able to communicate clearly and effectively with guests and colleagues.Appearance: Receptionists should dress professionally and maintain a well-groomed appearance.Security: Receptionists should be aware of security protocols and follow established procedures.Additional Considerations:Accessibility: Reception areas should be accessible to individuals with disabilities.Diversity: Receptionists should be trained in cultural sensitivity and diversity awareness.Technology: Receptionists should be proficient in the use of technology, such as visitor management systems and communication devices.Continuous Improvement: Reception procedures and standards should be reviewed and updated regularly to ensure efficiency and effectiveness.中文回答：公司接待流程及标准。
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In an event that someone would like to speak to this guest, kindly advise thecaller/visitorby saying : “I am sorry Sir/Madame, we have no record of this guest being registered with us”如果有电话找这位客人，要告之来电者：“非常抱歉先生/女士，我们没有这位客人的记录。“
Now ask the Trainee to practice the Task from start to end to test competency.
4.Improve GSTS score.
提高宾客满意度跟踪调查的分数。
5.Be as professional as possible.
尽量做到专业。
WHAT / STEPS
HOW/ STANDARDS
TRAINING QUESTIONS
1)Three main levels of confidentiality机密性有三个主要的等级
In an event that someone would like to speak to this guest, kindly advise the guest by saying, “Mr. XXX is not available at the moment, wouldyoulike o leave a message?”如有电话找这位客人，要告之来电者：“XXX先生现在不在房间，请问您需要留言吗？”
1.I understand that Guest information must be kept confidential.
我明白客人的所有信息必须保密。
2.We must respect guest privacy.
我们必须尊重客人的隐私。
3.Avoid guest complains.
避免客人的投诉。
All the telephone calls to the guest room will be automatically rerouted to the Guest Service Center.所有客人的来电都会自动有客服中心接听。
Why would a guest make aDND request?
1．CONFIDENTIAL – Guest is Incognito to the public保密的---客人对外隐姓埋名
2．RESTRICTED –Only authorizedpersonscan be connected.限制授权的---只有指定的人与之联系
3．DND – Do not disturb – The call will be automatically rerouted totheGuest Service Center.免打扰---所有来电都会自动转接到客服中心。
I expect myroom number as well as other information to be confidentially handled. I alsoexpect the hotel to provide a secure a safe environment for my person and my belongings with the utmost respect for my privacy.
Who decides to make the restriction?
Why do I have to obtain the callers name?
Why is identification important?
WHAT / STEPS
HOW/ STANDARDS
TRAINING QUESTIONS
Intheevent that someone would like to speak to this guest, we must obtain the callers name. Only authorized personscan be routed totheguests’extension.如有电话找这位客人，我们要确认来电者的名字。只有被允许的来电才可以被连线给人。
Why do I have to use Opera?
Why do I have to use this phrase?
DRILL LANGUAGE
3) Use Opera to do the restriction利用系统限制授权
RESTRICTED限制
InOpera- Enter “RESTRICTED” next to the guest’s family name.在系统中---在客人名字旁边输入“限制“字样
If the guest is correctly identified – transfer the
call.如果客人确认就将电话转入。
If the caller is NOT identified, kindly advise theguest by saying, “I am sorry Sir/Madame, we have no record of this guest beingregistered with us”
如果客人不确认要告之来电者：“非常抱歉先生/女士，我们没有这位客人的记录。”
DRILL LANGUAGE
4) Respect privacy尊重隐私
DO NOT DISTURB – DND免打扰
InOpera- Enter “DND” next to the guest’s family name.在系统中---在客人名字的旁边输入“免打扰”字样。
Can Iknock at the door during DND?
DRILL LANGUAGE
Why do all calls need to be routed to the GSC?
Summary questions:
1.Why does the guest care about his/her privacy?
Why do we have three level of confidentiality?
What are the levels of confidentiality?
2) Use Opera to protect guest’s confidentiality利用系统保护客人
CONFIDENTIAL保密
我期望我的房号及其他信息都能够被保密处理。我也期望酒店在最大限度尊重我隐私的前提下保证我人身和随身物品的安全。
Time to Train:
20minutes
Why is this task important for you and our guests?
为什么这项工作对你和客人都很重要？
Answers:
2.What are the levels of privacy?
3.Why do I have to obtain the callers name for identification?
4.Why would a guest make aDND request?
5.What would you do if a DND has been on the room for say 24 hours or more?
STANDARD OPERATING PROCEDURE
CONFIDENTIALITY OF GUEST INFORMATION客人信息保密
Task Number:
FOGE-0002
Department:
Front Office - General
Date Issued:
January2005
Guest Expectation: